Patient Access & Referral Representative

Description

SCOPE OF ROLE

Reporting to the Manager, Patient Access & Referrals, the Patient Access & Referral Representative delivers an exceptional patient experience.

The Patient Access & Referral Representative supports patients throughout the registration and scheduling process by managing inbound and outbound communications, coordinating transportation for appointments, and managing referrals.

The Patient Access & Referral Representative regularly engages with potential and current patients to ensure timely access to care.

HOW YOU'LL SUCCEED


* Provide timely outreach and respond to inbound communications via phone, email, fax, and other electronic methods


* Accurately schedule appointments and support patient engagement in medical and behavioral health services through outbound calls and electronic communications.


* Initiate and monitor third-party ride transactions, schedule patient transportation, and address related inquiries


* Ensure all patient registration items and required data are captured accurately in the electronic health record (EHR


* Monitor and respond to patient and potential patient inquiries through MyChart, the Signature Health website, and other communication channels.


* Verify patient insurance coverage and communicate financial responsibility for referred services


* Manage internal and external referral processes throughout the referral lifecycle


* Maintain patient confidentiality and adhere to HIPAA regulations at all times.


* Meet or exceed productivity expectations for calls, chats, and referral closures to ensure timely scheduling and service delivery.


* Be a strong team member by consistently demonstrating dependability, patience, kind and professional communication, and willingness to assist colleagues.


* Other duties as assigned.

Requirements

KNOWLEDGE & EXPERIENCE


* High School Diploma or equivalent required.


* 1 year office, customer service, or related experience required.

Medical office experience preferred.


* Previous experience in healthcare with referrals preferred.


* Experience working with an EHR system preferred; EPIC experience desired.


* Knowledge of insurance, specifically Medicare, Medicare Advantage, and Medicaid preferred.


* Verbal and written fluency in Spanish and English preferred.

WORKING CONDITIONS


* Work is normally performed in a typical interior/office/clinical work environment.


* While hours of operation are generally standard, flexibility to work evenings and extended hours may be required.


* Requires periods of sitting, standing, telephone, and computer work.


* Hearing: adequate to hear clients or patients in person, over the telephone or through telehealth technology.


* Speaking: adequate to speak to clients or patients in person, over the telephone or through telehealth technology.


* Vision: Visual acuity adequate to perform job duties, including reading informat...